Guiseley Manor Care Home

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – This means we looked for evidence that the provider met people’s needs. This is the first assessment for this newly registered service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. Care plans were comprehensive and prioritised people’s preferences for the way they wanted to be spoken with and treated. People had a choice for how they wanted their day to look. We observed staff demonstrating good awareness of people’s individual personal care needs and preferences.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. The management explained in detail how people were supported to access the amenities in their local community. People and their relatives told us, “The activities girl is doing a great job. She is always coming up with new things and keeps us busy and entertained.” “Being pretty much bed bound she can’t really join in anymore, but she is far from lonely or isolated. I come every day, our son and some friends visit, we get her in her chair for a few hours sometimes and go to the lounge, especially if a singer is on. The activities lady does pop by for a chat too.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. We observed different information, such as the complaint’s procedure, was made available to people in formats they could understand. The registered manager informed us they had previously used white boards and braille to assist people with understanding when providing information.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. People, their relatives and staff confirmed they felt comfortable raising concerns or making suggestions and felt listened to. We observed people being listened to and being in control of their support. One relative told us, “If I had any complaints, I would raise them and feel I would be listened to, and the complaint would be acted on.” One person told us that they had made a complaint stating “My pure wool jumpers rubbed up in the wash. They said they would look into it.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. We saw numerous examples of people being supported quickly and referred in a timely manner when their support needs had changed. We saw people were registered with GP surgeries and received timely specialist health input when required. People received medical, oral hygiene, eye and hearing testing. The building had built to meet people’s needs, all rooms had an ensuite, and the lights turned on as the door opened. We also saw whirlpool bathrooms that people could access. The consideration of the home’s layout allowed for equal access for all that lived at the home.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. Training records showed that there was compliance in completing Equality, Diversity and Inclusion training. We received mixed feedback from staff members with some stating that they felt supported regarding their Equality and Diversity and others feeling that they were not supported and that not all colleagues were treated equally.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. People were given the opportunity to discuss their end-of-life care, and this information was recorded in advanced care planning that documented the person’s wishes for how they wished to be cared for.